Marlin Bange
Amarillo,Texas
Summary
Dedicated and detail-oriented Business Analyst and Support Analyst with 7 years of experience in analyzing, supporting, and improving business processes and production environments. Skilled in ServiceNow, IT Service Management (ITSM), Software Development Life Cycle (SDLC), and change management. Proven track record of optimizing workflows, enhancing user experience, and managing cross-functional teams for successful project delivery in high-stakes production environments. Known for a solution-oriented mindset, exceptional communication skills, and deep technical acumen, aiming to drive operational efficiency and customer satisfaction. Highly disciplined and reliable with experience in managing security operations and enforcing regulations within correctional facilities. Skilled in crisis intervention, conflict resolution, and team leadership, contributing to asafer environment for staff and inmates. Demonstrated ability to adapt to changing situations and develop strategies that positively impact operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Correctional Officer
Texas Department Of Criminal Justice
Amarillo, TX
05.2024 - Current
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
- Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
Support Analyst / Business Analyst
WALGREENS Health services
07.2019 - 11.2021
- Oversaw production changes and provided critical support during high-impact incidents, coordinating with IT teams to restore normal operations promptly
- Acted as the liaison between business units and IT, gathering requirements, facilitating workshops, and ensuring ServiceNow enhancements aligned with user needs and compliance standards
- Developed detailed documentation on workflows, SLAs, and KPIs, enhancing visibility into performance metrics for leadership and enabling continuous improvement
- Spearheaded process optimization initiatives for ITSM functions, including incident, change, and problem management processes to ensure industry best practices
- Reduced incident response time by 20% through process improvements and system automation
- Achieved a 98% SLA compliance rate for production support, ensuring consistent service quality
- Awarded 'Employee of the Quarter' for exceptional performance in resolving critical incidents and managing complex production changes
Teaching Assistant
Houston ISD
Houston, TX
04.2018 - 04.2019
- Assisted teachers in creating lesson plans and providing instructional materials.
- Instructed students individually or in groups to reinforce learning concepts.
- Encouraged students to take an active role in their learning process.
- Graded assignments, tests, and papers according to the teacher's instructions.
- Provided one-on-one support for special needs students.
Assistant Athletic Trainer
St. Gregory's University
Shawnee, OK
08.2016 - 05.2017
- Assisted in the development and implementation of injury prevention programs for athletes.
- Provided rehabilitation services to athletes with musculoskeletal injuries, including therapeutic exercise prescription and manual therapy techniques.
- Conducted daily evaluations of injured athletes and developed individualized treatment plans accordingly.
Education
Associate of Science -
Clarendon College
Bachelor of Science -
Southern Nazarene University
Skills
- ServiceNow Administration
- IT Service Management (ITSM)
- Software Development Life Cycle (SDLC)
- Production Support
- Change & Incident Management
- Requirements Gathering & Analysis
- Business Process Improvement
- Stakeholder Communication
- Data Analysis & Reporting
Certification
- ITIL Version 4 – Certified
- Certified Business Analyst Professional - CBAP
- ISTQB Certified Tester
- Certified Agile Tester (CAT)
- CSM – Certified scrum master
References
References available upon request.
Timeline
Correctional Officer
Texas Department Of Criminal Justice
05.2024 - Current
Support Analyst / Business Analyst
WALGREENS Health services
07.2019 - 11.2021
Teaching Assistant
Houston ISD
04.2018 - 04.2019
Assistant Athletic Trainer
St. Gregory's University
08.2016 - 05.2017
Associate of Science -
Clarendon College
Bachelor of Science -
Southern Nazarene University